The IT Support Handbook : A How-To Guide to Providing Effective Help and Support to IT Users / by Mike Halsey.

Format:

Book

Author/Creator:

Halsey, Mike.

Language:

English

Subjects (All):

Application software.

Microsoft software.

Microsoft .NET Framework.

Computer systems.

Computer and Information Systems Applications.

Microsoft.

Computer System Implementation.

Local Subjects:

Computer and Information Systems Applications.

Microsoft.

Computer System Implementation.

Physical Description:

1 online resource (248 pages)

Edition:

2nd ed. 2024.

Place of Publication:

Berkeley, CA : Apress : Imprint: Apress, 2024.

Summary:

Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, this book will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with the least disruption and cost to your business. Expanded and revised for this second edition, you'll make yourself popular with your colleagues, and keep your clients and users happy and productive. New To This Edition The world of work has changed, with remote and hybrid working now the new normal and with IT Support departments worldwide having to adapt to this new paradigm. This expanded edition highlights the skills, tools, and structures needed to support businesses of any size in the new normal. What You'll Learn Manage reporting, and keep a record of issues that occur Provide effective remote support for users working from home or elsewhere in the world Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional.

Contents:

Part I: IT Support Fundamentals

1. An Introduction to IT Support

2. Understanding Your IT System Better

3. Understanding Your Users: How Much Do They Know?

Part II: IT Support Methodology

4. Flow Logic and Troubleshooting

5. Querying Users Effectively

6. Supporting Remote and Hybrid Workers. - 7. Joining The Dots: Finding the Root Cause of an IT Issue

Part III: Understanding IT System Problems

8. How IT Systems are Structured

9. The Human Factor

10. The Peripheral Problem

11. Building and Environmental Factors

12. How Climate Change Affects IT Support. - Part IV: Documentation and Reporting

13. Why Good Documentation Matters

14. Creating Troubleshooting Guides

15. Creating and Managing Reporting

14. Harnessing System and Error Reporting in Windows

17. Obtaining Advanced Error and Status Information on PCs

Part V: Providing Remote Support

18. Remote Support Tools

19. Gathering Information Remotely

20. Helping Your Users to Help You. – 21. Taking IT Support to the Next Level.

Notes:

Description based upon print version of record.

Chapter 9: The Human Factor

Other Format:

Print version: Halsey, Mike The IT Support Handbook

ISBN:

9798868803857

OCLC:

1439603613